Fullerton India - Assistant Manager - Digital Marketing/Social Media

Job Title Assistant Manager - Digital Marketing

Function / Department Marketing

Purpose of the Job :

The primary role of the person is Online Reputation Management (ORM) for Fullerton India on digital channels. Track all complaints/queries on social media on hourly basis and ensure response is sent to all the complaints/queries in 15 mins. Apart from complaint management, the person will also be responsible for content update on social media on daily basis, updating content on website basis requests from product, business, compliance, customer service teams.

Perspective :

Business & Financial Management :

- Online Reputation Management (ORM) for Fullerton India

- Ensuring all complaints are tracked on social media and all consumer forum sites on internet

- Report and coordinate with Customer Service team to get resolution for all the complaints/queries and ensure that the response received from customer service team is posted back on the relevant digital channels

- Support campaigns on social media and other digital media like SEM, display, email

- Creation of content and banners for website, social media and other digital channels

- Lead management and tracking

- MIS for:

- Website analytics

- Social media analytics

- Tracking of leads v/s disbursals for leads generated on website, social media and other digital campaign

Portfolio Management :

- Competition tracking

- Customer feedback/complaint analysis and tracking

- Tracking social media for Fullerton India mentions and complaints

People / Team :

- Coordinate with different stakeholders for website updates

- Coordinate with Contact Service team Social media and ORM for complaint resolutions

- Coordinate with Accounts, Finance for vendor payments

Expertise required/ Domain Knowledge:

- Proficient in HTML, CSS, Javascript, ASP, ASP.NET, MSSQL

- Prior expertise in managing company's website using content management systems (WCMS/CMS) like interwoven teamsite, Microsoft sharepoint, Joomla or any other CMS

- Prior experience in handling code level changes for website for adding new modules

- Hands on experience for reporting website analytics using Google Analytics, Omniture

- Conversant with - Facebook, LinkedIn, Twitter, Google+ management

- Conversant with - Online Reputation Management (ORM) tools and analytics reporting

- Website Analytics, Social Media, ORM dashboard creation and reporting for the same

- Budgeting for various campaigns for digital marketing and website

- Vendor management

No. of years of relevant experience: 4 - 5 years